The player from Germany played a bonus up to 9,000 Euros at Betitall Casino. Despite the assurance of no restrictions, he was informed of a violation of the bonus conditions, and the winnings were cut to 800 Euros. After a closer examination, we ended up rejecting this complaint as unjustified.
BetItAll Casino - Player's winnings cut due to alleged bonus violation.
Amount: €8,103
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Dear Sir/Madam,
Every Monday I receive an 80 Euro bonus at Betitall Casino.
This Monday, I managed to play the bonus up to nearly 9000 Euros.
I was told on the website and in chat that there are no restrictions for this cash bonus.
However, I am now being told that I have violated the bonus conditions and the amount will be cut to 800 Euros as it is considered "bonus money" and therefore the amount can only be up to ten times the original.
I hope for support and clarification.
Automatic translation:
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8 months ago
Dear maltehindemith,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the general terms and conditions, and this is what I found (here):
A No Deposit Bonus is a bonus that has been credited manually or automatically without requiring a deposit to activate it. There are certain restrictions that must be taken into account when playing with a No Deposit Bonus.
- The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds. For example, if a customer receives a No Deposit Cash Bonus of €50 and wins €1000, the customer will be able to withdraw €500 (€50 x 10), and the remaining €500 will be held by Bet it All.
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Do I understand correctly that your winnings have been accumulated from a free bonus entirely?
Thank you in advance for your reply and I hope we will be able to help you as soon as possible.
Best regards,
Petronela
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8 months ago
Translation
Hello Peteonela,
basically it is correct that this money comes from the "bonus".
However, I consider the matter as follows, that I only get the bonus because I have already wagered a lot of money and have thus achieved this "status".
In addition, the information on the website regarding the loyalty bonus is misleading. Here it is said that the money from the Monday bonus can be used without restriction. So I was sure there was no limit to a maximum amount.
If I were aware of this, I would have withdrawn the money and then deposited it to avoid all the complications. I think the result would have been the same.
I would also like to point out here again that my losses in the casino group almost reach the amount of the money auctioned off to me. The casino would therefore "suffer no financial damage with me as a player"
Automatic translation:
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8 months ago
I'd like to clarify that there's a distinction here. I believe you're aware that receiving funds on Monday doesn't grant you an immediate withdrawal option. These funds must be wagered and the mandatory wagering requirements fulfilled before a withdrawal request can be made. The terms are explicit in mentioning that the maximum cashout is limited to 10 times the bonus amount.
Could you please advise if you received already the winnings of €800?
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8 months ago
Translation
I have to correct you there, since I had "Silver II" status, I could have paid out the money immediately without having to convert it
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8 months ago
I'm afraid I do not understand completely. Could you kindly show me where this rule is mentioned and how it allows for a higher maximum cashout than what's stated in the terms and conditions?
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8 months ago
Translation
Here it is described that the Chash Bonus can be used without restrictions. I (and many others) will make it clear that there really are no restrictions and you don't have to read the opaque terms and conditions again very carefully.
Automatic translation:
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8 months ago
The rule that has been emphasized indicates the absence of restricted games and a maximum bet limit, rather than granting players a higher maximum cashout than what is outlined in the general terms and conditions. Could you please advise if you received already the winnings of €800?
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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8 months ago
Dear maltehindemith,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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